Internationality / Cultural Melting Pot

The influence of cultural aspects within organizations is enormous. A hotel or restaurant has a special position herein. Not only are the guests international, coming from different countries with differing cultures, but the employees are as well. A hotel is a true melting pot of various cultures and culturally conditioned behavior. Different languages, ways of dealing with things, etiquette, behavior, expectations and behavior patterns converge.

On the one hand, the employees' dealing with the foreign cultures of international guests in an appropriate manner is very important. On the other hand, understanding treatment among the multicultural employees is equally important. The cultural sensitivity among employees plays an especially important role in being able to work together at all in order to satisfy the guests.

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This is where my consulting approach is introduced. In my intercultural training, employees will not only be prepared for the guests - a deliberate sensitization among all employees in the business and their psychological conditioning will take place.

First, employees, the leading team and owners have to be sensitized regarding their cultural differences in order to be able to create friction free work processes. Subsequently, a sensitization for the cultural differences and habits of guests will take place. This is necessary in order to be able to address special demands and habits of foreign cultures and to be able to care for and serve the guests in a manner they are used to at home.

One does not only have to be aware of his/her own national culture, but also of one's own personality, one's own psyche and one's own ego. Where does the vulnerability of your ego begin? What are the personal sore points that can be expressed by differing cultural habits and thereby be hurtful? The personal ego is quick to respond and take over during intercultural encounters. It's exactly these situations that require careful attention.

By means of the intercultural training, employees, the leading team and owners will be sensitized for those misunderstandings which may stem from cultural differences. Roughly, the training goal is the relaying of culture-general and culture-specific knowledge; knowledge of regulative standards, the needs structure, and specific value systems of the foreign culture; recognition and omission of conflict situations and expansion of operational repertoire. In total, it's an adaptation to and awareness of a multicultural environment.

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Among other things, we will address the following questions:

  • On the basis of intercultural communication
    • What is culture?
    • What effects do intercultural differences have?
    • How do intercultural misunderstandings arise?
    • What typical mistakes often occur with international contacts?
  • On the basic understanding of one's own culture
    • What is actually typically Austrian?
    • Which "typical" Austrian habits cause the most problems internationally?
    • How can I avoid these problems effectively?
  • Regarding cultural standards and cultural dimensions
    • We will look at your hotel in detail.
    • What nationalities meet?
    • Where are the majority of your employees from?
    • What nationality are your guests?
    • We will compare Austria with the key nations of this world, specifically with those relevant to your business. In this way we will learn about and pay attention to the differences between certain cultures.
  • The international melting pot hotel/restaurant
    • Dos and Don'ts with intercultural contacts
    • Dealing with foreign employees and guests in practice
    • Differences in communication
    • Intercultural personnel management
    • Satisfaction of guests: Detecting and fulfilling wishes based on culture
    • Clear guidelines for everyday multicultural work situations

The content will be presented in short lectures and analyzed together. For better understanding, practical exercises and role play will be added. We will also tap into the large pool of your prior knowledge and experience, thereby uniting theory and practice.

Awareness of multiculturalism and the esteem and knowledge about one's own as well as the foreign culture is thereby a special skill and ability. Therefore, the development of intercultural competence is a daily must for all involved in a hotel or restaurant and it is a determining factor for a harmonious cooperation, a functioning work environment and the satisfaction of guests.